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Home Depot The Home Depot PRO - Special Orders Billing Customer Service Representative II in Jacksonville, Florida

POSITION PURPOSE

The main responsibility of the Special Orders Customer Service Rep II is to provide accurate and timely support for the client, vendor, and all other parties involved. They will maintain a positive, flexible outlook, allowing for growth of the organization and be the face and voice of the organization while listening carefully to resolve customer's questions, and concerns and maintaining a polite and helpful attitude. The Special Orders CSR II will handle a variety of contacts in a fast-paced, customer-driven Contact Center environment and must be able to communicate effectively and professionally via fax, email, and personal phone calls. They must be able to multi-task while understanding the intricacies of processing orders, returns, and resolve issues in a timely manner, tracking of orders and answering general to complex questions. A CSR II must exhibit a high proficiency with the skill set and product knowledge of CSR I consistently providing helpful, professional, courteous assistance to all internal and external customers.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

  • 40% - Receiving incoming calls, faxes or emails to place orders, process returns, answer product questions, provide order status and or direct customers to appropriate departments or sales professionals

  • 20% - Handles customer complaints, utilizing tools, training and problems solving skills, as well as d-escalation techniques, conflict resolution skills

  • 20% - Provide knowledge insight and information about our products by utilizing tools such as catalog and website. Up-sells to customers as designated

  • 20% - Interacts with other departments to resolve billing and shipping issues and other clerical duties as assigned. Performs special projects as assigned Other duties as assigned dependent on service levels, call volumes and the business need Percentages may change according to the business need and call volume

NATURE AND SCOPE

This position reports to the Supervisor.

This position has 0 direct reports

ENVIRONMENTAL JOB REQUIREMENTS

ENIVIRONMENT:

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

TRAVEL:

Typically requires overnight travel less than 10% of the time.

MINIMUM QUALIFICATIONS

Must be eighteen years of age or older.

Must be legally permitted to work in the United States.

ADDITIONAL MINIMUM QUALIFICATIONS:

  • 2-3 years of computer service skills and or contact center experience is strongly preferred.

  • Must be PC literate and proficient in typing as well as comfortable navigating 2-3 monitors.

  • Must have a strong desire to help customers, work well under pressure.

EDUCATION REQUIRED:

The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

YEARS OF RELEVANT WORK EXPERIENCE: 3 years

PHYSICAL REQUIREMENTS:

Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

PREFERRED QUALIFICATIONS:

  • Proficient in CSR I skill sets

  • Ability to mentor new hires and peers who need additional support and training

  • Lead team huddles as necessary

  • Willingness to be or is already certified or trained in The Home Depot Pro and The Home Depot Systems to support integration activities

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES:

  • Microsoft Office knowledge

  • Ability to handle multiple tasks

  • Strong follow up and problem solving skills

  • Creative thinking and innovative suggestions to enhance process efficiency and improve customer experience

  • Proven ability to make decisions and take ownership of issues

  • Displays sound judgment

  • Actively participate as a peer leader

  • Seeks to take on additional tasks

  • Accepts extra projects

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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